We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 179155 results
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Decision Reference DRN-5923403
23 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-5923403 The complaint Mr J has complained that Revolut Ltd won’t refund money he lost to a scam. What happened The details of the complaint are well known to both parties, so I will not repeat them again here. Instead, I will focus on giving the reasons for my decision. What I’ve ... (2 pages)View decision -
Decision Reference DRN-6100777
23 Jan 2026 Lloyds Bank PLC Not upheldBanking and PaymentsDRN-6100777 The complaint Mr and Mrs P complain that Lloyds Bank PLC (‘Lloyds’) hasn’t reimbursed the money they believe they lost to an authorised push payment (‘APP’) scam. What happened The details of this case are well-known to both parties, so I don’t need to repeat them at length... (5 pages)View decision -
Decision Reference DRN-5822046
23 Jan 2026 Bank of Scotland Plc Not upheldBanking and PaymentsDRN-5822046 The complaint A company, which I will refer to as G, complains that Bank of Scotland Plc is wrongly holding it liable for the debts of another company. I will refer to that other company as B. What happened The background of this dispute is complex. I set out below what I b... (4 pages)View decision -
Decision Reference DRN-5654961
23 Jan 2026 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5654961 The complaint Mr O complains that Barclays Bank UK Plc have declined to reimburse for transactions he says he didn’t make or agree to. He’d like the funds returned to him. What happened The background to this complaint is well known to both parties, and largely not in dispu... (3 pages)View decision -
Decision Reference DRN-6017855
23 Jan 2026 North Edinburgh and Castle Credit Union Limited Not upheldConsumer CreditDRN-6017855 The complaint Ms A complains that North Edinburgh and Castle Credit Union Limited trading as Castle Community Bank (CCB) are pursuing her for a loan she didn’t agree to and which was unaffordable. Ms A wants the loan to be cleared and interest and charges to be removed. Wha... (3 pages)View decision -
Decision Reference DRN-5806341
23 Jan 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5806341 The complaint Mr F complains NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY is difficult to deal with and that this makes what should be simple transactions stressful and time consuming. What happened Mr F has an account with NatWest. Mr F says he tried to set up a standin... (2 pages)View decision -
Decision Reference DRN-6026446
23 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6026446 The complaint Ms C complains Revolut won’t refund money she lost as part of a crypto investment scam. Ms C is supported in making her complaint by a representative, but for ease, I’ll refer to Ms C throughout this decision What happened Ms C has explained that she was lookin... (7 pages)View decision -
Decision Reference DRN-6064859
23 Jan 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6064859 The complaint Mrs G complains that Revolut Ltd won’t refund the full amount of money she lost to a scam. What happened The background to this complaint is well-known to both parties, so I won’t repeat it in detail here. But in summary and based on the submissions of both par... (3 pages)View decision -
Decision Reference DRN-6082171
23 Jan 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-6082171 The complaint Mr and Mrs L’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to unfair credit relationships with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (2) d... (13 pages)View decision -
Decision Reference DRN-5809541
23 Jan 2026 Santander UK Plc Not upheldBanking and PaymentsDRN-5809541 The complaint Mr P complains that Santander UK Plc didn’t do enough to protect him from the financial harm caused by an investment scam where he believed he had a romantic relationship with the scammer. What happened The detailed background to this complaint is well known ... (4 pages)View decision